Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we went to this store, we were looking for two recliners with massage and heat. On 3-28-2024 we met Dionne Thompson who seemed to be a straight shooter. That was until he had made the sale of two leather recliners with heat and massage plus they are rockers which we did not know. Once they made this sale, all changed. They insisted that we meet with one of two “design specialists’ for rugs to go with the chairs. We repeatedly told them that we had a rug and did NOT need theirs! Unfortunately, they were so pushy that they followed us home to “help us”! As a result of that site visit, the two employers insisted that we needed two pieces of carpet and pads for almost $700! We again said that we did not need them and the two employees left. Unbeknown to us, the 2 pieces had already been added plus two pads. I called on May 29,2024 and talked to the manager who informed me that “it was too late” to cancel the special order??? Where is buyer’s regret in this scenario??? This company has a great scam going for higher sales! The pieces of carpet could EACH fit under BOTH chairs! I just want folks to know how this company has a great scam to get more money out of their chair sales! The disclaimer, which my husband signed, but was never advised about really covers their butt at the expense of honest folks like us. This is very shady and unethical. We will NEVER buy anything more from this so called business!! I am really upset that Lazy Boy would stoop this low to increase their sales !!

  Business Response

  Date: 06/24/2024

  Thank you for bringing this complaint to our attention. We have reviewed the complaint submitted by Ms. ******* ***** regarding our In-home design program and special order rugs.
  
  Our sales notes indicate that Ms. ***** requested to cancel the special-order rugs after placing the order. Our policy, which Ms. ***** agreed to and signed, states that special order items are not eligible for return or cancellation.
  
  Additionally, Ms. ***** indicates that the rugs were added to her order after the purchase of the chairs on 3/28. However, our records show that both the chairs and the rugs were included on the original invoice dated 3/28. After Ms. ***** purchased the products, Our In-home designer,  Lauren, and our Sales Associate, Dionne visited her home the same day to confirm the color choice and sizing for the rugs. All details were correct, and the order was submitted at that time with Ms. *****'s awareness and approval.
  
  When Ms. ***** requested to cancel the rugs, our store manager personally reviewed the no-returns policy with her, which Ms. ***** acknowledged. This policy was initially discussed and signed off on by Ms. *****, including her initials beside the products, confirming her understanding of the special ordered products policy. We regret any inconvenience this may have caused, but we must adhere to our policy regarding special orders.
  
  I have attached a copy of the initialed and signed agreement which includes all items purchased along with the agreed upon Terms and Conditions.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Brian H******* | Customer Service Manager
  Tipperary Sales, Inc. d.b.a. La-Z-Boy Home Furnishings and Décor®
  *** ******* *** * **** ***** **  ***** 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  I do NOT accept their tesponse
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  First of all, they must have called back to the store with the size of the rugs because we did not agree to this sale and I do NOT care what they said- we did NOT want their pieces of rugs for an area that did NOT need it. Besides this, my husband signed and/or initialed where they told him to with no time to read anything!!

  We were illegally not given the 72 hours to cancel this order because they immediately received approval from Synchrony Bank and it was paid as a done deal to two seniors!

  So we were  duped and our rights were violated in the way they do their “little scam”!! With coverage by their fine print which you do Not need to read per the salesman!

  What a pathetic company of felons and crooks’n

  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I saved up, and finally bought a sofa and two recliners from the Greenville SC La-Z-Boy. My reclined no longer worked after one week. We were told to take pictures, and they would send the parts. Once we had the parts, they would send someone out. Three weeks later, no one has come. Today, I was told that they would not accept a return. We have been without a working chair for three weeks and cannot return the product. Stay away from the Greenville SC La-Z-Boy. You may just want to stay away from all La-Z-Boy.

  Business Response

  Date: 04/09/2024

  Good afternoon Brad,

  Thank you for contacting the BBB with your concern. I understand your desire for a refund but per the agreed upon Terms and Conditions that were signed at the time of purchase, Returns can only be made within 7 days from the date your furniture was delivered. I see that your chair was delivered on 3/1 and your service request was submitted on 3/13 so returns/refund would not be an option at this point. We do however have a service ticket in our system and are currently waiting to hear from our service provider as to when they could have a technician in your area. I see that you are well outside of the 50 mile service distance from the store you purchased from so having a technician scheduled for your area will be based on the provider's availability. This service may also have a distance fee associated with the service as per stated on the Terms and Conditions. Please review your paperwork from your purchase to gain a better understanding as to what was agreed upon. 

  I've reached out to our service provider to see if we can expedite this process for you and a team member will reach out as soon as we have an available date for service.

  Thank you,

  Brian Horridge

  Customer Service manager, Tipperary Sales, Inc. d.b.a. La-Z-Boy Home Furnishings and Décor®

   

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Special ordered a Bennett Duo Leather sofa recliner appox 2 months ago. It was delivered on 02/13/24. The day of the delivery we began to notice a foul chemical smell coming from the sofa. I called their service dept the next day 02/14/24 to file a complaint. I was told by the service dept. this is a common smell with brand new furniture and should dissipate within a number of weeks. I was then instructed by the La-Z-Boy service rep to put a fan on the sofa and open a window to help reduce the smell. Simply cant make this up. Since then I have been back to the store and spoke to the store manager, Amber, and she said her hands are tied and I had to take it up with service and/or her regional manager. After numerous emails back and fourth with Brian H******* and Johnathan L**** it was made clear to me that La-Z-Boy was not going to refund/exchange the sofa for us. So now, I have sofa my wife is unable to sit on for any length of time as her eyes begin to water and a headache ensues. A leather sofa should smell like LEATHER - not CHEMICAL. I have since learned of a FB grp with over 4K member complaining daily about their BAD experience with LZB. In addition this a very common complaint on the site. One customer claimed the smell landed him in the hospital.

  Business Response

  Date: 04/12/2024

  Dear Mr. *******
  Thank you for bringing your concerns to our attention regarding the chemical smell emanating from your recently purchased Bennett Duo Leather sofa recliner. We understand your frustration and sincerely apologize for any inconvenience this has caused you and your wife.
  After reviewing your complaint and the steps taken by our service department, we would like to clarify that the chemical smell you are experiencing is not indicative of a manufacturing defect. It is a common occurrence with new upholstered furniture, including leather sofas, due to various factors such as the materials used, packaging, and transit conditions.
  As mentioned by our service department, these odors typically dissipate over time with proper ventilation and usage. We recommended using a fan and opening a window to help facilitate this process. While we acknowledge that this situation can be unpleasant initially, it is important to note that it does not compromise the quality or safety of the sofa.
  We regret any inconvenience caused by the odor and empathize with your wife's discomfort. However, based on our assessment and industry standards, we are unable to offer a refund or exchange for the sofa as it is not a defect but rather a common occurrence with new furniture.
  We encourage you to continue airing out the sofa and using it regularly as this will help expedite the dissipation of the odor. You may also contact La-Z-Boy Corporate office to discuss your concerns. You can reach them at ************* When prompted for your zip code, their system will advise that they do not service your area, at this point, stay on the line and you will be connected with their Comfort Care Department.
  Thank you for your understanding and patience in this matter.
  Sincerely,

  Brian H*******

  Customer Service Manager

   

• Initial Complaint

  Date:08/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a couch from Lazy Boy Furniture in Lexington SC. I specifically requested a couch that was not custom. The fabric and materials were available . I was told by the store manager Dave who was also my salesman that I would receive my couch in 6-8 weeks. Dave also told me he would contact me I. Three weeks to update me with the status of my delivery. After four weeks went by with no contact from Dave or anyone at the Lazy Boy store, I attempted to contact Dave for updates. Dave avoided me for over a month and did not return my call. I went to the store for answers and was told my delivery was delayed by over two months. I requested the orders be cancelled because I did not have a couch in my home and needed one immediately. Dave claimed he could not provide a refund. I disputed the charge through synchrony bank and they started an investigation into the claim. Synchrony advised me Lazy Boy has not responded to the dispute claims. This store lies and told me my couch would arrive in 6-8 weeks knowing that was impossible for them. They lied to make the sale. Now I am without a couch and unable to purchase one until my dispute is resolved by synchrony bank.

  Business Response

  Date: 08/11/2023

  To whom it may concern,

  Per the store manager where this sale took place:

  Mrs Jackson came into the store and purchased on 5/23. According to our time frames at the time of purchase we were expecting a 6-8 week turnaround on production not arrival or delivery. I am attaching the front and back of the invoice showing where it was circled and signed that this was a special order. She called in the store on 6/20 and Melissa spoke with her. I called on 7/21 one week later and left messages. She came into the store on the either 7/22 or 7/29 and I further explained that there was a leather delay. They demanded a refund and I explained once again that this was a special order. They refused to accept this. I explained they chose a selected leather but that there were no stock Drapers.

  Thank you,

  Tipperary Sales

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ****** reclining sofa and love seat from Lazy Boy in Greenville. We had to wait from March 4, 2023 until the end of May to receive this due to it having to be made according to the specifications and store availability. The loveseat is horribly made. We did not notice the quality until recently when guests came over and were asking us about it. We compared to pictures and truly it is poorly made. We don’t want it fixed because we are aware it could be worse and it isn’t what we thought ( pictures). We spent over $5,000 on just the couch and loveseat and purchased Lazy Boy because we thought this was the highest quality furniture. We were mistaken and very disappointed. We also were physically sick by the smell that came with the furniture and continue to have sinus problems and headaches due to this. It’s very disappointing and difficult as we have tried to deal with the smell (placing clean sheets) on the furniture to try and be able to sit and buffer the smell. We thought we were getting quality for what we purchased not problems to have to deal with.

  Business Response

  Date: 09/12/2023

  Good afternoon,

  Thank you for sharing your concerns. As per our Terms and Conditions that were agreed upon by the customer (see attached signed agreement), this unit is a Special Order unit and is not subject to Cancellation, Refund, or Exchange. Also, per the Terms and Conditions, Exclusive Service Agreement, we will honor all La-Z-Boy Incorporated warranties. We also offer One-Year free in-home inspection as this customer paid for our Professional Delivery Service, one-year free labor for any type of warranty work is also included with the purchase. I do not see any service attempts for this customer/furniture. We'll be happy to address any warranty concerns that the customer has. 

  Thank you,

  ***** ********

• Initial Complaint

  Date:06/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought new furniture at the beginning of Feb 2022. A sofa, recliner, rug and rug pad. Judy our sales rep showed us how thick the mat was to justify the 100.00 price tag. A few months later the rug arrived, but the rug pad was not what we were shown in the store. Super thin. I called, Judy, she assured me it was the same rug pad we were shown in the store. I cut a sample of the pad we received, brought it into the store, showed her the comparison and she agreed it was not the same. She said she would fix it. Nearly 2 months later and multiple calls, nothing. Last week I went to the store and asked for a refund, the store manager Mike came out and said he’d look into it and give me a call back, which he didn’t. He said all their pads are the same. (So If that is the case, the store is fraudulently showing customers a thicker rug pad in the store, knowing that, isn’t the same thickness they will receive) I was told they can’t just issue refunds because corporate doesn’t allow it. 100.00 may not seem like a lot to them, but it is to me, as well as receiving what I paid for. They refuse to be any help. When I received my recliner, it was also defective. Judy blamed it on my hardwood floors, I threw a fit until they sent someone out to look at it and they agreed the chair was defective and had 1/3 less padding as the floor sample.

  Business Response

  Date: 07/13/2022

   

  My name is Brian H*******, Customer Service Manager for ********* Sales, Inc. dba La-Z-Boy Furniture Galleries. ********* Sales is an independently owned dealer for La-Z-Boy Inc, and we provide service of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina, and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc.

   

   

  After researching this order by checking all of our order prep photos of the rug and rug pad, what we sent to the customer’s home is in fact the thickest rug pad that is offered. We’ve determined this based on the rug pad backing that is photographed in our prep photos. We offer two thicknesses of the rug pad and they both have different backings. The one shown in the attached photo is of the thicker of the two. We believe that the customer received what was ordered and have no further response to this complaint.

   

  Thank you,

   

   

  Brian H******* | Customer Service Manager

  Customer Answer

  Date: 07/21/2022

  Mr H********, contradicted what the Greenville, SC store manager said. Mike, the store manager said they only sell ONE kind of underpad. Mike has been the store manager for years at that location and should know this. I also brought a sample piece of what I received to the store, the sales associate who sold me the undermat, opened their book to compare and she agreed it wasn’t the same. So when Mr H******** states.. he “believes” is the thicker of the two. Some people believe in Santa Claus, but that doesn’t make it a fact. I don’t know why this store can’t just own up to their mistake and make it right, for the amount of money we spent. I feel the company is purposely deceiving it’s customers. I will file a charge back with my credit card, over the 100.00 paper thin rug undermat, if they can’t do the right thing and give me what I paid for. So ridiculous, they waste your time and are greedy, greedy, greedy. I have asked for a refund and the store manager said, corporate doesn’t do refunds, which I think is bs.